DGM/Senior Manager- Business Relationship Manager- Pune

- Build a strong strategic relationship with key stakeholders in Technology_VOIS and customer side (C-level and direct reports) - Understanding of the local market/group function IT strategy, business pressures/challenges - Representation of the internal customer in service design, service portfolios and service offerings - Strategic account planning optimising Identification of the business growth opportunities, creation of opportunities pipeline and best use of Technology_VOIS capabilities - Pipeline demand management - Execution of demand/change management and governance - Ownership of the preparation and sign off of the business case relating to the service (E2E bid management cycle) - Being an escalation point during the transition period between the internal customer migrating the service form their ownership to Technology_VOIS ownership as well as BAU (ensuring the delivery to the contractual SLAs/KPIs, cost and saving projections) - Acting as the voice of the customer monitor, reporting, managing and escalating (as required) any service quality related issues with Technology_VOIS service leads - Understanding internal customers' strategy/evolution and initiating internal Technology_VOIS change as required. Preparation and management of the Change Requests through internal governance process - Accountability for the financial governance of the internal customer portfolio including charging and budgeting of respective service (ensuring consistency of the final recharge values with the BCs/CRs signed with the customer) - Supporting internal Technology_VOIS Business transformation and cost improvement initiatives - Receiving and managing service escalations and managing the customer improvement plans to ensure customer satisfaction - Ownership of the governance between service operations and the internal customer (monthly meetings, monthly SLA and financial reporting), including the generation and management of the customer data - Ownership, preparation and execution of monthly governance meetings with the customer focussed on the discussion of the strategic questions, service performance highlights/low lights , pipeline, new opportunities, strategic initiatives, finances - Ownership, preparation and execution of quarterly steerco meetings with Technology_VOIS management and CIO (or equivalent in the Group Function) - Accountability for the customer satisfaction evaluated annually via Customer Survey - Generating, updating, managing account plans and account development plans Key Accountabilities Manage strategic key stakeholders relationships and act as the SPOC for customer issues and escalations Opportunity identification and management via internal due diligence to create a pipeline of opportunities Own and manage the preparation and sign off of the business case relating to the service Oversee and act as escalation point during service transition period and BAU Organise and manage the governance strong governance across service life cycle Strategic thinking IT strategic relationship management Account management/business development IT Service management Financial governance Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.